Senior Retail Support Representative

Job description

Entity: Finance Job Family Group: Business Support Group Job Description: Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner. It's an exciting time to join bp. Meeting the energy challenge requires many different approaches and solutions. And as part of Finance Business & Technology (FBT), you’ll be fully connected into the world of bp. You’ll play an increasingly important part within a network of like-minded colleagues partnering on strategic projects that stretch across the globe. And it starts with you. There’s a world of opportunities to build new skills, challenge yourself and grow a long-term career at bp. And no matter where you work, your role will have meaning, purpose and impact. So if you want to be part of a caring, supportive environment where you can realize your full potential, we’re with you. Join our Customer Service Team and advance your career as a Senior Retail Support Representative The Senior Retail Support Representative provides first-line support for telephone and written enquiries from new and existing customers and partners. The role owns requests from receipt through completion, delivers accurate and timely customer service, supports retail-specific financial, pricing and reporting activities, and contributes to service management and continuous improvement. In this role You will: Act as the first point of contact for telephone and written enquiries from customers and team members Use detailed process and systems knowledge to provide efficient support Interact professionally and efficiently, calling out risks to service levels or deadlines Log, assign, track and take ownership of queries and requests from receipt to completion Maintain timely and accurate data entry, storage, retrieval and updates while protecting data security Manage delivery against key performance measures, including customer satisfaction, first-contact resolution, service-level compliance and transactional accuracy Provide accurate information through the correct use of information technology systems Support and maintain databases and contract-management tools end to end Perform retail-specific financial, pricing and reporting activities and follow up incidents Identify efficiencies, support continuous improvement and contribute process expertise to projects Raise critical operational, commercial and performance issues to Team Leaders Align with bp health, safety, security and environment policies and applicable quality-management requirements Support systems testing, coaching and training as required What You will need to be successful: Relevant degree or professional certification, or equivalent practical experience Minimum years’ experience in a business-support environment Ability to understand business requirements and strategy Fluency in English language High proficiency in Microsoft Excel and Word Intermediate capability with customer relationship management systems and applications Strong time management, organization, communication and relationship-building skills Results-oriented approach; ability to work independently and in a team Ability to meet deadlines under pressure without compromising accuracy High motivation; constructive communication and active listening Strong customer and partner focus, problem solving, organization, open thinking and numeracy Desirable Criteria: Experience with retail support operations, retail-specific financial processes, pricing, reporting, incident management Practical knowledge of database or contract-management tools, continuous improvement initiatives, systems testing, coaching or training At bp, we provide the following environment & benefits to you: Different bonus opportunities based on performance, wide range of cafeteria elements Life & health insurance, medical care package Hybrid working arrangement aligned with team arrangements and business needs Opportunity to build up long-term career path and develop your skills with wide range of learning options Celebrate in bp’s success. You may be eligible to join bp’s Global ShareMatch plan. This non-contractual benefit lets employees buy bp shares and receive matching shares, in line with plan rules Family friendly workplace e.g.: Extended parental leave, Mother-baby room Employees’ wellbeing programs e.g.: Employee Assistance Program, Company Recognition Program Possibility to join our social communities and networks Chill-out and collaboration spaces in our beautiful Budapest Agora and Szeged offices e.g.: Play Zones, Office massage, Sport and music equipment bp Hungary won the Most Attractive Employer 2024 Award (SSC / BSC sector) fourth time in a row at PwC's annual employer research. Come and join us! At bp, we support our people to learn and grow in a diverse and ambitious environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly. There are many aspects of our employees’ lives that are meaningful, so we offer benefits to enable your work to fit with your life. Disclaimer: Please note that, according to Hungarian law (2012/I. 113. §), mothers or single parents caring for a child under three years of age cannot be employed in night shift positions. Travel Requirement No travel is expected with this role Relocation Assistance: This role is not eligible for relocation Remote Type: This position is a hybrid of office/remote working Skills: Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Service, Customer Support, Customer Value Proposition, Digital Fluency, Resilience, Self-Awareness, Sustainability awareness and action, Understanding Emotions, Workload Prioritization . Legal Disclaimer: We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us . If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.